All steps of onboarding must be complete before you can use the Hearth Companion app. If you’ve received an error in the Hearth Companion app prompting you to complete your account setup, this indicates that a required step was missed during the Hearth Family account onboarding process. Below are the steps to follow in order to complete your setup:
If you have just recently received the Hearth Display and are attempting to set it up for the first time
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Please scan the QR code that appears on your Hearth Display and tap “Start” to continue setting up your Hearth account.
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You will then be directed to any remaining steps necessary in order to complete the creation of your account. It is important to note that in order to pick up where you left off, you must scan the QR code from the same mobile device/phone that you started onboarding with.
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Should you want to start onboarding from the beginning, you can reset your account set up by tapping the “Reset” button on the Hearth Display.
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Once you have completed the necessary onboarding steps, you will be directed to the below screen.
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From here, you can now log into the Hearth Companion app on mobile using the login method used to create your account. Please be sure to close the app & reopen it to ensure the login error you received is gone. This may require that you uninstall & reinstall the mobile application to ensure a smooth login process.
If you have previously used your Hearth Display and were not in the process of onboarding, or if the above steps do not work to resolve the issue, please reach out to our support team here.